The presentation statistics allow you to know the period during which iAdvize is available on your site, the presence time of your agents, and also an estimation of the number of agents needed.
1/ Access the presence report
To access the presence report, go to "Reports" then choose "Presence - Overview"
2/ Consult the presentation data
The page you get consists of 4 elements:
(1) The filter selection:
Filter data based on results desired. You can apply a filter by channel, project, type of view (agent, group, skill) and date.
(2) The indicators
Here is the list of indicators provided on the presentation page and what they correspond to:
|Display time||Length of time during which the channel was available on the website. Length of time covered with at least one agent present and available for the channel.||Sum of the periods during which at least one agent was available.|
|Display rate||Percentage of the period of presence during which the channel was available on the website.||Display time/Accumulated log-in time (in percentage)
||Length of time during which the chat/call was not available on the website although at least one agent was present.||Accumulated log-in time - Display time
||Percentage of period of presence time during which the channel was not available on the website.||Non-display time/Accumulated log-in time (in percentage)
||Length of time during which agents were logged in. Length of the time during which at least one agent was present.||Sum of the periods during which at least one agent was connected to the discussion panel.
|Accumulated log-in time||Total period during which the agents were connected to the discussion panel.||Sum of the log-in time (connection to the discussion panel) of all agents.
|Maximum number of agents logged in
||Maximum number of simultaneously connected agents over a given period.
||Maximum (agents connected simultaneously)
(3) The graphics
They show the evolution of indicators as well as the percentage distribution according to the selected view (agent, skill, etc.)
(4) The data table
It presents detailed numerical tabular data. You can check the details of each line by clicking on the "pen" icon or export the table in CSV format using this symbol .
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